When a customer wants to return kegs they’ll go to the keg returns hub on their account and start a new return (https://www.beerhawk.co.uk/keg/returns/hub).
Here they will click “Start a New Return” and will need to enter their address. They will then get the option to select whether they want the kegs collecting or if they want to drop them at a Collect+ store.
The customer will have to enter the date they want the kegs collected. There are no specific times the kegs will be collected. The driver collecting the kegs will bring the labels for the outside of the box.
The customer will need to pick a store to drop off at, however this does not need to be the store they actually go to. They can then choose whether to print the label at home or in store. If they chose to print at home they will be sent an email with the label to print. If they want to print in store they will be emailed a barcode for the store clerk to scan. They can also view both of these in their keg returns hub.
If a customer reports that a store is not accepting their returns, please complete this form - https://docs.google.com/forms/d/e/1FAIpQLSf2E88kkLr6cHX5m7QVHryCg_BAU2ZusKu9YkRK-_FvIX-PyA/viewform?usp=sf_link
If a customer gets in touch about a keg return that has not been credited hopefully they will have included the tracking number and amount of kegs they returned. If they haven’t you should be able to locate this in PD Admin by going to keg return then clicking keg returns history and searching the customer's email. If you are unable to locate it you will need to ask the customer.
To credit a customer's return go into the customer account on PD Admin then click the Keg return v2 tab locate the correct return, click on it then change the status to credited (this will credit the amount of kegs booked).
If the return is not listed on the customer’s account you can credit it manually by clicking add a keg return, going to the finished keg return tab and filling out the details. Enter the tracking number, number of kegs per box is how many kegs need crediting for that tracking number. Method is either store drop off or Home collection and carrier is either Collectplus or Yodel, please don’t use return partner. Only tick parcel received in warehouse if it has a delivered scan on eRin. To update an existing keg return with more kegs, just click update keg return then enter the tracking number and how many extra kegs you would like to add.
We now no longer book home collections for customers through eRin. These now need to be done through PD Admin. To do this go to the customer's Keg return v2 tab and clicking Add keg return. You can then enter the customer's address, the number of kegs in the box, the return method and the collection date.
